What are the responsibilities and job description for the Sr. Manager, Luxury Sales & Service position at Churchill Downs Race Track - Louisville, KY?
Essential Duties
Includes, but is not limited to, the following:
- Support Senior Director of Luxury Sales & Service in the development and execution of a sales and service strategy, with financial targets and client health metrics, growing and contributing to the overall ticket revenue of Kentucky Derby weekend and the annual Churchill Down race meets
- Actively sell and promote the Kentucky Derby and Churchill Downs live race meets to new luxury dining and private suite licensees
- Oversee managers renewing licenses and ticket agreements to existing members
- Oversee the execution and fulfillment of license contractual obligations – such as ticket distribution, accounting procedures, custom facility needs, wagering resources, catering packages and other miscellaneous operations
- Manage and coach a service team utilizing best practice hospitality customs and providing world-class customer experience for luxury and suite ticketholders and their guests
- Collaborate with key service providers and across departments – i.e. internal fulfillment teams and vendors - to optimize the strategies and tactics for customer-facing performance tasks, in order to provide a seamless and better end-to-end customer experience for all luxury and suite guests
- Author and manage the development and implementation of programs and event concepts to grow luxury and suite ticketholders’ affinity for Churchill Downs and the Kentucky Derby; ultimately improving renewal rates and service satisfaction
- Manage, monitor, and optimize processes and resources to accurately serve customer purchase needs and to improve cross-functional coordination
- Conduct post-event analyses, identify key improvement areas, and advocate for luxury and suite ticketholder needs within the organization
- Benchmark other world-class events and premium hospitality markets to ensure Kentucky Derby and Churchill Downs services stay on pace with others
Supervisory Responsibilities
- Luxury Sales & Services Managers
- Luxury Service Coordinator
Education and Experience
- Bachelor’s degree (B.A.) from four-year college or university
- 5-7 years of professional experience in hospitality or a related field
- Experience in sales and account management working towards up-sell and cross-sell opportunities and owning renewals processes
- Experience managing and owning post-sales implementation in coordination with service teams
- Experience managing and evolving a team
Required Qualifications
- Demonstrated passion for hospitality and/or the racing & entertainment industry
- Collaborative, team player attitude
- Exceptional attention to detail
- Excellent oral and written and communication skills
- Creative problem solver and strong judgement skills
- Strong presentation development and delivery skills
- Strong time management, organizational, and decision-making skills
- Ability to collaborate with a cross functional team
- Ability to prioritize and manage multiple tasks simultaneously
- Proficient in Microsoft Office & Excel
- Ability to learn new software, specific to ticketing and CRM systems
Working Conditions
Weekend and evening work required during live racing meets. Working conditions are normal for an office environment. Must be able to maneuver around the racetrack and withstand hot/cold conditions.
